Lead Patient Service Representative - Eastern Ohio Pulmonary

Thank you for considering a career at Mercy Health!

Scheduled Weekly Hours:

40

Work Shift:

Days (United States of America)

As a faith-based and patient-focused organization, Mercy Health exists to enhance the health and well-being of all people in mind, body and spirit through exceptional patient care. Success in this goal requires a culture of compassion, collaboration, excellence and respect. Mercy Health seeks people that are committed to our values of compassion, human dignity, integrity, service and stewardship to create an environment where associates want to work and help communities thrive.

Job Summary:

The Lead Patient Service Representative supports the practice leader to ensure team members provide quality work and excellent customer service. Lead responsibilities are designated and assigned by the practice leader including but not limited to: orientation of new hire Patient Services Representatives, assisting in ensuring communication to PSR team related to new workflows and best practices as related to customer service and the revenue cycle. The Lead PSR role also provides front-office support duties including, but not limited to, registering patients, check in/check out, obtaining referrals and pre-certifications, collecting co-pays/cash handling, scheduling appointments, and answering phones. This position will provide excellent customer service and may be asked to occasionally cover other physician practice locations as needed as well as onboard and mentor new team members. Additionally, the lead patient Service Representative serves as a resource for employees when the practice leader is unavailable and communicates and models the mission and values of Bon Secours Health System.

Essential Functions: 

• Participates as an active member of the patient care team, including attendance at clinical huddles.
• Assists practice leader with other duties which may include coordinating provider schedules and rescheduling patients, timekeeping, end of day reconciliation of cash drawers, service recovery when necessary.
• When applicable, proactively reviews the provider schedules and identifies opportunities for improvement to communicate with Practice Site Leader
• Serves as the primary point of contact between patients and physician practices.  Serves as a resource to team members providing onboarding support and ensure a positive patient experience.
• Provides strong communication and excellent customer service skills by greeting patients and the community in a respectful manner   
• Answers internal and external calls in a friendly and helpful manner, routes calls, schedules patients, and enters necessary information for patient scheduling into the computer system in a timely and accurate manner. 
• Processes patients in practice as they present for their appointments. Coordinates and prioritizes  prompt and appropriate placement of patients. Consider rewording to “requests to accommodate patients’ scheduling needs as allows with provider schedule templates”
• Possesses the ability to troubleshoot and resolve problems promptly, serves as an escalation resource for PSR team members, ensuring patient flow is maintained and informs supervisor or manager of any department and patient issues immediately
• Provides support for basic insurance verification. Secures, completes and verifies all pertinent patient demographic and insurance information as part of the registration process., Corrects registration errors as needed
• Records time indicators for lobby wait times.
• Calculates patient liabilities and actively collects and processes patient payments.
• Performs charge entry for external services (i.e. nursing homes) as necessary.
• Schedules referrals and follow-up appointments and/or assists with scheduling, rescheduling or canceling other services for patients. Assists patients with online scheduling and MyChart as necessary.
• Assists patients in obtaining necessary referrals and/or record requests for follow-up services and record referrals on tracking tool (referral/consults).
• Responsible for and/or assist in obtaining proper authorizations and pre-certifications for all outside procedures scheduled through the physician practice
• Verifies RX benefits in electronic health record, per protocol
• Refers patients to financial counselors when additional financial counseling or payment arrangements are needed. Completes accounts in revenue cycle software
• Follows referral management standard work by assisting patients in obtaining necessary referrals, obtaining proper authorizations and pre-certifications, and verifies all referral orders and requests are complete.
• Understands and performs individual role in assuring compliance with regulatory, accredita